Consultant Infrastructure Support Engineer

We are looking for a Cloud Engineer to join our Managed Services team. You will contribute towards delivering managed AWS infrastructure services for multiple customers. You will work closely with Service Delivery Managers as well as Technical Team Leads to understand customer priorities, ensure commitments are met, and deliver high service standards. Your focus will be on contributing alongside a team to deliver secure, reliable, and scalable AWS solutions while ensuring positive outcomes for our customers and our business.

Job responsibilities

• Contribution to the ongoing management and improvement of managed services processes, e.g. onboarding, change management, incident management, and other ITSM processes.
• Contribution to the ongoing management and improvement of Thoughtworks Operations processes, e.g. on-boarding, change management, incident management, and other ITSM processes.
• Contributing to the delivery of after-hours (24x7) managed services, by being a part of the on-call roster.
• Evangelizes and promotes development of solutions in accordance with Thoughtworks technical standards, policies and frameworks.
• Takes accountability for own performance and quality of outputs, celebrating success and recognising and addressing improvement opportunities.
• Collaborate with Service Delivery Managers to translate client needs into technical delivery.
• Maintain visibility of client environments, risks, and commitments
• Participate in incident response and post-incident reviews with customers and internal teams
• Ensure client commitments are met while supporting the business's commercial objectives

Job qualifications Technical Skills

• Strong experience across AWS services (EC2, VPC, IAM, RDS, Lambda, CloudWatch etc.)
• Proficient with Terraform and other IaC tools (CloudFormation desirable)
• CI/CD pipeline experience with GitHub Actions, Jenkins, or similar
• Experience with containerisation (Docker, Kubernetes/EKS)
• Knowledge of observability platforms (CloudWatch, Datadog, ELK, Dynatrace a plus)
• Linux & Microsoft administration and scripting
• Solid understanding of backup, disaster recovery, networking, and security

Service Delivery

• Experience in a managed services or multi-client environment
• Strong communicator, comfortable with both technical and business stakeholders
• Experience working alongside Service Delivery or Service Desk teams.
• Exposure to Azure or GCP.
• Familiarity with Site Reliability Engineering (SRE) practices or ITIL processes.
• Experience with client onboarding and solution handovers